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74 Listings in Customer Feedback Available
What is AppFollow? AppFollow is app review management software offering app review management, ASO and reputation software for mobile apps. AppFollow helps mobile app teams work more efficiently and achieve better outcomes. Key features of AppFollow Review replies Auto-replies Ratings analytics ASO Analytics and reporting Integrations with App Store Connect, Google Play Console, Slack and more Who uses AppFollow? AppFollow is built for mobile app teams. It suits teams that want review replies without spreadsheets and disconnected tools. Why choose AppFollow? Compared with alternatives like AppTweak, AppFollow differentiates on review replies. Pricing is quote-based and scoped to your usage and team size.
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What is Chattermill? Chattermill is customer experience analytics software offering an AI customer experience analytics platform that unifies feedback from reviews, surveys and support. Founded in 2015 and based in London, United Kingdom, Chattermill helps consumer brands work more efficiently and achieve better outcomes. Key features of Chattermill AI theme and sentiment analysis Unified feedback sources Impact analysis CX dashboards Analytics and reporting Integrations with Zendesk, Intercom, Gong and more Who uses Chattermill? Chattermill is built for consumer brands. It suits teams that want AI theme and sentiment analysis without spreadsheets and disconnected tools. Why choose Chattermill? Compared with alternatives like Thematic, Chattermill differentiates on AI theme and sentiment analysis. Pricing is quote-based and scoped to your usage and team size.
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Saaskart Market Grid™
Explore how leading Customer Feedback solutions compare based on customer satisfaction, market presence, adoption, and buyer feedback. The Market Grid helps you identify category leaders, high-performing solutions, and emerging products within the Customer Feedback ecosystem.
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Typeform
#1 in Customer Feedback
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Noora
From $14/mo
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See where customer feedback fits in a complete stack, with the other software, AI agents and services each business needs.
What is Senja? Senja is testimonial management software offering a platform to collect, manage and share text and video testimonials across websites and social. Founded in 2022 and based in London, United Kingdom, Senja helps founders, creators and SaaS marketers work more efficiently and achieve better outcomes. Key features of Senja Testimonial collection forms Video testimonials Embeddable widgets and walls Social images Analytics and reporting Integrations with Webflow, WordPress, Framer and more Who uses Senja? Senja is built for founders, creators and SaaS marketers. It suits teams that want testimonial collection forms without spreadsheets and disconnected tools. Why choose Senja? Compared with alternatives like Testimonial.to, Senja differentiates on testimonial collection forms. Pricing is quote-based and scoped to your usage and team size.
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What is Judge.me? Judge.me is product reviews software offering a product review app for Shopify and other platforms collecting photo and video reviews at low cost. Founded in 2015 and based in London, United Kingdom, Judge.me helps Shopify and ecommerce merchants work more efficiently and achieve better outcomes. Key features of Judge.me Photo and video reviews Review request emails Google Shopping syndication Q&A and ratings widgets Analytics and reporting Integrations with Google Business Profile, Shopify, Facebook and more Who uses Judge.me? Judge.me is built for Shopify and ecommerce merchants. It suits teams that want photo and video reviews without spreadsheets and disconnected tools. Why choose Judge.me? Compared with alternatives like Yotpo, Judge.me differentiates on photo and video reviews. Pricing is quote-based and scoped to your usage and team size.
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Stamped is a reviews and loyalty platform for e-commerce brands, collecting product and site reviews, photo and video UGC, and running points-based loyalty and rewards programs. It integrates with Shopify, BigCommerce, and WooCommerce to drive social proof and repeat purchases affordably. Stamped targets SMB and mid-market online stores that want reviews and loyalty in one budget-friendly tool. Pricing is tiered by monthly orders across Lite, Basic, and Premium plans, billed in US dollars.
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What is Podium? Podium is reviews and messaging software offering a customer interaction platform for local businesses with reviews, text messaging, payments and AI. Founded in 2014 and based in Lehi, Utah, USA, Podium helps local and multi-location businesses work more efficiently and achieve better outcomes. Key features of Podium Google review generation Business text messaging Text-to-pay payments AI lead response Analytics and reporting Integrations with Google Business Profile, Shopify, Facebook and more Who uses Podium? Podium is built for local and multi-location businesses. It suits teams that want Google review generation without spreadsheets and disconnected tools. Why choose Podium? Compared with alternatives like Birdeye, Podium differentiates on Google review generation. Pricing is quote-based and scoped to your usage and team size.
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Hotjar is a behavior analytics and feedback tool that answers the question traditional analytics cannot: not just what users did, but how and why. Where a metrics tool tells you a page has a high bounce rate, Hotjar shows you the heatmaps of where people clicked and scrolled, session recordings of real visits, and survey responses explaining their intent, turning numbers into understanding. Hotjar is organized into products you can buy separately or together: Observe (heatmaps and session recordings), Ask (on-site surveys and feedback widgets), and Engage (recruiting and running user interviews). Together they give product, UX, marketing, and CRO teams a rounded view of user experience without a data-analyst setup. It is deliberately easy to install and use, which made it popular with smaller teams and marketers, not just researchers. Hotjar suits teams optimizing conversion and user experience who want qualitative insight alongside quantitative data. Each product has a free tier and paid Plus, Business, and Scale plans, with pricing based on the volume of sessions or responses you capture.
Deployment
Refiner is an in-product survey tool built specifically for SaaS companies, fintechs, edtechs, and marketplaces to collect user feedback at the right moment inside their product. Product managers, growth marketers, customer success teams, and researchers use it to run NPS, CSAT, CES, product-market-fit, and custom microsurveys targeted by user attributes and behavior. The platform pairs a visual survey builder with advanced logic - conditional and skip logic, question branching, and piping - so surveys feel tailored, plus segmentation and event-based targeting to reach the right users. Responses can be enriched with product and CRM data and pushed to analytics tools, making feedback actionable rather than stranded in a survey dashboard. Refiner uses transparent pricing based on monthly active users, with a free version, an Essentials plan around 99 dollars per month, and a Growth plan around 239 dollars per month that unlocks advanced event tracking and deep integrations with Mixpanel and Amplitude. All paid plans include unlimited survey responses, and custom Enterprise pricing is available. It competes with Sprig, Formbricks, Typeform, and Hotjar for in-app SaaS surveys.
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What is Viafoura? Viafoura is audience engagement software offering comments, live blogs and community engagement platform for media companies. Based in Toronto, Ontario, Canada, Viafoura helps media companies work more efficiently and achieve better outcomes. Key features of Viafoura Comments Live blogs Moderation First-party data Analytics and reporting Integrations with WordPress, Google Ad Manager, Arc XP and more Who uses Viafoura? Viafoura is built for media companies. It suits teams that want comments without spreadsheets and disconnected tools. Why choose Viafoura? Compared with alternatives like OpenWeb, Viafoura differentiates on comments. Pricing is quote-based and scoped to your usage and team size.
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What is SentiSum? SentiSum is support ticket analytics software offering AI that tags and analyzes support tickets and feedback to surface customer issues. Based in London, United Kingdom, SentiSum helps support and CX teams work more efficiently and achieve better outcomes. Key features of SentiSum Ticket tagging Sentiment analysis Root cause Alerts Analytics and reporting Integrations with Zendesk, Intercom, Salesforce and more Who uses SentiSum? SentiSum is built for support and CX teams. It suits teams that want ticket tagging without spreadsheets and disconnected tools. Why choose SentiSum? Compared with alternatives like Unwrap, SentiSum differentiates on ticket tagging. Pricing is quote-based and scoped to your usage and team size.
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What is UserEvidence? UserEvidence is customer evidence software offering software for collecting customer proof, stats and case studies from surveys. UserEvidence helps B2B marketing teams work more efficiently and achieve better outcomes. Key features of UserEvidence Customer surveys Stats and charts Case studies Content library Analytics and reporting Integrations with Salesforce, HubSpot, Gong and more Who uses UserEvidence? UserEvidence is built for B2B marketing teams. It suits teams that want customer surveys without spreadsheets and disconnected tools. Why choose UserEvidence? Compared with alternatives like TechValidate, UserEvidence differentiates on customer surveys. Pricing is quote-based and scoped to your usage and team size.
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Jotform is a long-running, feature-rich online form builder used to create everything from simple contact forms to complex applications: surveys, registrations, order forms, job applications, and approval workflows. Its drag-and-drop editor, thousands of ready-made templates, and huge library of form fields and widgets make it possible to build almost any form without code, which is why it is popular across education, healthcare, nonprofits, and business. Beyond basic forms, Jotform includes conditional logic, payment collection through many gateways, e-signatures, PDF generation, approval workflows, tables and reports to manage submissions, and an app builder to turn forms into simple apps. It has added AI features (an AI form generator and AI agents) to speed up building. Pricing is based primarily on the number of monthly form submissions (with limits on forms and storage), and a free plan makes it easy to start. Jotform suits businesses, educators, nonprofits, and teams that need flexible forms, surveys, and data collection with payments and workflows, especially those wanting breadth and templates over a minimalist tool. Plans run Free (Starter), Bronze, Silver, Gold, and Enterprise, so cost scales with submissions, forms, and storage needs.
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Customer feedback software helps organizations collect, analyze, and act on what customers think across surveys, reviews, support interactions, and product usage, turning scattered opinions into a structured signal that guides decisions. This guide explains what customer feedback software is, how it works, the features that matter, and how to choose the right platform.
Customer feedback software helps organizations collect, analyze, and act on what customers think across surveys, reviews, support interactions, and product usage, turning scattered opinions into a structured signal that guides decisions. This guide explains what customer feedback software is, how it works, the features that matter, and how to choose the right platform.
Customer feedback software is a platform for systematically gathering customer opinions and experiences, then analyzing them to understand satisfaction, sentiment, and needs. It captures feedback through surveys (NPS, CSAT, CES), in-app prompts, reviews, support tickets, and other channels, and consolidates it into actionable insight.
The purpose is to replace guesswork and anecdote with a continuous, structured understanding of how customers feel and what they want. Instead of feedback sitting in disconnected inboxes, survey tools, and review sites, the platform centralizes it, quantifies it, and routes it to the teams who can act.
The category spans dedicated survey and experience-management platforms, in-product feedback tools, and review-management solutions, increasingly unified under the banner of customer experience (CX) management. Companies adopt it because experience is a key differentiator, and acting on feedback drives retention, loyalty, and better products.
Feedback is collected at relevant moments through the right channel, a post-purchase survey, an in-app prompt after a key action, an NPS email, or a review request. Responses flow into a central system that scores, categorizes, and analyzes them, often using AI to detect themes and sentiment.
Core components include survey building and distribution, multichannel collection, sentiment and text analytics, dashboards and reporting, alerting, and closed-loop workflows that route issues to owners. Integrations with CRM, support, and product tools connect feedback to customer records and trigger action.
For example, a SaaS company sends an NPS survey after onboarding, automatically tags detractors' comments by theme, alerts the success team to follow up with at-risk accounts, surfaces recurring complaints to product, and tracks whether scores improve after changes ship, closing the loop from feedback to action to outcome.
Tools to create NPS, CSAT, CES, and custom surveys and distribute them via email, in-app, SMS, or web at the right moments. Flexible, well-timed surveys are the primary way structured feedback is captured, and timing strongly affects response quality and rate.
Gathering feedback from surveys, in-app prompts, reviews, support, and social in one place. Consolidating every source gives a complete picture rather than a fragmented one, which is essential for trustworthy insight.
AI analysis of open-ended responses to detect themes, sentiment, and emerging issues at scale. Text analytics turn thousands of comments into quantified, actionable themes that humans couldn't process manually.
Real-time views of scores, trends, and segments for different teams and stakeholders. Clear reporting makes feedback visible and actionable across the organization and tracks whether experience is improving.
Automated alerts and routing so detractors or critical issues reach the right owner for follow-up. Closing the loop, actually responding to and resolving feedback, is what turns measurement into retention and trust.
Connections to CRM, support, and product tools that tie feedback to customer records and trigger action. Integration makes feedback part of the operational workflow rather than a standalone report nobody acts on.
Structured, ongoing feedback replaces guesswork with a clear, current picture of satisfaction, sentiment, and needs.
Identifying and following up with dissatisfied customers before they leave protects revenue and improves retention.
Aggregated feedback reveals what customers actually want, guiding the roadmap toward changes that matter.
Themes and trends pinpoint where experience breaks down, so teams fix root causes rather than react to one-offs.
Shared feedback data gives product, support, and leadership a common, customer-centric basis for decisions.
| Type | Best for | Ideal size | Pros | Limitations |
|---|---|---|---|---|
| NPS & survey platforms | Relationship and transactional survey programs | SMB to enterprise | Easy to deploy, strong benchmarking | Survey-centric; may miss other signals |
| In-product feedback tools | Contextual feedback inside apps and products | SMB to enterprise | High-context, timely signals | Limited to digital product users |
| Experience management (CX) suites | Enterprise-wide voice-of-customer programs | Enterprise | Deep analytics and omnichannel reach | Complex and costly to deploy |
| Review & reputation tools | Collecting and managing public reviews | SMB to enterprise | Builds social proof and local SEO | Focused on public reviews, not deep analytics |
SaaS & Technology: Tech companies use customer feedback software to scale go-to-market motions, align teams, and operate efficiently as they grow.
Manufacturing: Manufacturers apply customer feedback software to manage complex, multi-stakeholder processes across long cycles and distributed operations.
Healthcare: Healthcare and life-sciences organizations use customer feedback software where accuracy, security, and compliance are non-negotiable.
Retail: Retailers use customer feedback software to manage high volumes, personalize engagement, and react quickly to demand.
Financial Services: Banks, insurers, and fintechs rely on customer feedback software for control, auditability, and regulatory compliance.
Education: Institutions and edtech firms use customer feedback software to manage stakeholders and scale programs efficiently.
Real Estate: Real-estate and property teams use customer feedback software to manage long cycles and high-value relationships.
Professional Services: Agencies and consultancies use customer feedback software to deliver client work profitably and forecast accurately.
E-commerce: Online retailers use customer feedback software to unify data across channels and grow customer lifetime value.
Clarify whether you need relationship NPS, transactional CSAT, product feedback, or reviews, the right platform depends on your primary objective.
Ensure the platform captures feedback through the channels and moments that fit your customer journey, from email to in-app to support.
Evaluate text and sentiment analytics, since the ability to turn open-ended comments into themes at scale is what separates insight from raw data.
Confirm the platform supports alerts and workflows to act on feedback, not just collect it, since action drives the value.
Check connections to your CRM, support, and product tools so feedback ties to customer context and triggers follow-up.
Favor tools non-technical teams can use to build surveys and read dashboards, since adoption across teams determines impact.
Look for benchmarks and the ability to segment feedback by customer, product, or journey stage for sharper insight.
Understand how pricing scales with responses, contacts, or features so it remains viable as your program grows.
AI text analytics extract themes, sentiment, and intent from open-ended feedback at scale, surfacing what customers care about without manual tagging.
Predictive models link feedback signals to churn and lifetime value, helping teams prioritize the customers and issues that matter most.
Generative AI summarizes feedback into clear narratives and even drafts personalized responses for closed-loop follow-up.
Expect AI to unify and interpret feedback across every channel into a continuous voice-of-customer signal; prioritize vendors with strong analytics and integrations, since the value is in action, not collection.
Customer feedback software is a platform for systematically collecting, analyzing, and acting on customer opinions and experiences. It gathers feedback through surveys like NPS, CSAT, and CES, in-app prompts, reviews, support interactions, and other channels, then consolidates and analyzes it to reveal satisfaction, sentiment, and needs. The purpose is to replace guesswork with a continuous, structured understanding of how customers feel and what they want, and to route that insight to teams who can act. Modern platforms include survey building, multichannel collection, AI-powered text and sentiment analytics, dashboards, and closed-loop workflows. By turning scattered opinions into an actionable signal, customer feedback software helps organizations reduce churn, improve experience, and build products customers actually want.
Net Promoter Score (NPS) is a widely used loyalty metric based on one question: how likely a customer is to recommend a company or product on a 0–10 scale. Respondents are grouped into promoters (9–10), passives (7–8), and detractors (0–6), and the score is the percentage of promoters minus the percentage of detractors, ranging from -100 to +100. NPS is popular because it's simple, benchmarkable across companies, and correlates with growth. Most platforms pair the score with an open-ended 'why' question whose comments are often more valuable than the number itself. NPS works best as part of a broader feedback program, tracked over time, segmented, and followed up through closed-loop processes, rather than treated as a single vanity number.
These are three common feedback metrics measuring different things. NPS (Net Promoter Score) measures overall loyalty and likelihood to recommend, making it a relationship metric. CSAT (Customer Satisfaction) measures satisfaction with a specific interaction or product, usually on a 1–5 scale, making it transactional. CES (Customer Effort Score) measures how easy it was to accomplish something, such as resolving a support issue, on the premise that low effort drives loyalty. They're complementary: NPS gauges the broad relationship, CSAT checks satisfaction at key touchpoints, and CES pinpoints friction in specific tasks. Good feedback programs use the right metric for each purpose, NPS for relationship tracking, CSAT after transactions, CES after support or onboarding, rather than relying on any one alone.
Closed-loop feedback is the practice of acting on feedback and following up with the customer, rather than just collecting and reporting it. The 'inner loop' is responding to individual feedback, reaching out to a detractor to resolve their issue, while the 'outer loop' is using aggregated feedback to fix systemic problems and improve products and processes. Customer feedback software supports this with alerts that route negative or critical feedback to the right owner, workflows to track follow-up, and analytics to surface recurring themes for systemic action. Closing the loop is what turns feedback from a passive measurement into a driver of retention and trust, because customers who see their feedback acted on feel heard. Collecting feedback without closing the loop wastes the effort and can even frustrate customers.
Feedback software reduces churn primarily by identifying dissatisfied or at-risk customers early and enabling timely follow-up. When a customer gives a low NPS or CSAT score or leaves a negative comment, the system can alert the account or success team to reach out, resolve the issue, and rebuild the relationship before the customer leaves. Beyond individual saves, aggregated feedback reveals the systemic problems driving churn, confusing onboarding, missing features, poor support, so teams can fix root causes and reduce future attrition. Some platforms also link feedback signals to churn prediction. The combination of early warning, closed-loop follow-up, and systemic improvement makes feedback one of the most direct tools for retention, since the customers most likely to leave often tell you why if you listen and act.
Survey fatigue happens when customers are asked for feedback too often or with surveys that are too long, lowering response rates and skewing results toward the very motivated. To avoid it, ask less but better: keep surveys short and focused, trigger them at meaningful moments rather than constantly, and respect frequency limits so the same customer isn't repeatedly surveyed. Use sampling rather than surveying everyone for every interaction, and make sure customers see that feedback leads to action, which sustains willingness to respond. Many platforms include fatigue controls and global frequency caps. The goal is a sustainable feedback program that gathers representative, high-quality responses over time, not one that burns out your customers with constant requests and then suffers declining, biased participation.
AI transforms feedback analysis by processing open-ended responses at scale. Text analytics automatically extract themes, detect sentiment, and identify emerging issues across thousands of comments that no team could read manually, turning unstructured feedback into quantified, actionable insight. AI can also link feedback signals to churn and lifetime value to prioritize the most important customers and issues, and generative AI can summarize feedback into clear narratives and even draft personalized follow-up responses. This shifts teams from drowning in raw comments to acting on synthesized insight. When evaluating platforms, scrutinize the quality of their text analytics, since naive keyword approaches produce misleading themes. Strong AI analytics are increasingly the difference between a feedback program that generates reports and one that drives real decisions and improvements.
The right channels depend on your business and customer journey, but a complete program usually spans several. Email and SMS surveys work for relationship NPS and post-transaction CSAT; in-app or website prompts capture contextual feedback at the moment of an action; support interactions yield CES and satisfaction signals; reviews provide public feedback and social proof; and social media surfaces unsolicited sentiment. Collecting from multiple channels gives a fuller, less biased picture than any single source. The key is to match the channel and timing to the moment, surveying right after a relevant experience while it's fresh, and to consolidate everything into one system so the signals combine rather than fragment. Start with the channels that cover your most important touchpoints and expand from there.
A basic survey tool focuses on creating and distributing surveys and tabulating responses. Customer feedback software is broader: it collects feedback from many channels beyond surveys, applies sentiment and text analytics to understand open-ended responses, provides dashboards and benchmarking, and, crucially, supports closed-loop workflows that route feedback to owners and track action. In other words, a survey tool helps you ask questions, while feedback software helps you build an ongoing program that consolidates, interprets, and acts on customer signals to improve experience and retention. For simple one-off surveys, a survey tool suffices, but for a continuous voice-of-customer program tied to business outcomes, the analytics, integrations, and closed-loop capabilities of dedicated feedback software deliver far more value.
Measuring feedback ROI means linking feedback activity to business outcomes rather than just response counts. Track whether closed-loop follow-up with detractors improves their retention, whether segments with rising NPS or CSAT show higher renewal and expansion, and whether product changes driven by feedback reduce related complaints and churn. Connecting feedback data to your CRM lets you correlate scores with actual revenue, retention, and lifetime value. You can also quantify saved accounts from inner-loop follow-up and reduced support volume from fixing systemic issues. The key is deliberate measurement: establish baselines, tie feedback to outcomes you care about, and report the connection. Programs that demonstrate links between acting on feedback and retention or revenue earn continued investment, while those that only report scores struggle to prove their worth.
Pricing varies with scope and scale. Simple NPS or survey tools start affordably, often priced by responses, contacts, or seats, while enterprise experience-management suites with omnichannel collection, advanced analytics, and closed-loop workflows cost substantially more. Common models charge by survey responses or monthly contacts, by feature tier, or per user, sometimes with separate fees for advanced text analytics. Total cost should include program design, integration with CRM and support tools, and the team time to run closed-loop follow-up. When budgeting, estimate your response volume and required channels and features, then map them to each vendor's model, watching for limits and overages. The right choice balances capability against cost at your scale, since value comes from acting on feedback, not just collecting more of it.
Customer feedback software is used across teams and industries. Customer experience and success teams run NPS and CSAT programs and lead closed-loop follow-up; product teams use feedback to prioritize the roadmap; support teams measure satisfaction and effort after interactions; marketing uses reviews and sentiment for reputation and messaging; and leadership tracks experience trends as a strategic metric. Industries range from SaaS and e-commerce to financial services, healthcare, retail, and hospitality, essentially anywhere customer experience affects retention and growth. Within organizations, it's valuable from startups validating product-market fit to enterprises running large voice-of-customer programs. The common thread is any team that needs to understand and act on what customers think systematically rather than relying on anecdotes, intuition, or the loudest voices in the room.
